Zendesk hits $500M run rate, launches enterprise content management platform

Over the last several years, Zendesk has been making the transition from a company that caters mostly to small businesses to one with larger enterprise customers — and their revenue reflects that. The company announced it has crossed the $.5 billion annual run rate since its last earning report in February. It also announced a […] Continue reading Zendesk hits $500M run rate, launches enterprise content management platform

Twilio launches Flex, a fully programmable contact center

Earlier this year we reported that Twilio was going to launch a full contact center solution called Flex on March 12 — lo and behold, today is March 12 and Twilio today announced the launch of Flex at the Enterprise Connect conference in Orlando…. Continue reading Twilio launches Flex, a fully programmable contact center

With a $1.5M seed round, Eloquent Labs mixes AI and Mechanical Turk to fix customer service

widget_on_store Keenon Werling would be the first to agree that conversational AI is regularly overhyped. So instead of taking the traditional approach and gloating about a glitzy new deeper learning algorithm to pitch his new venture Eloquent Labs, Werling instead opted to differentiate by optimizing something far more low-tech, people. The startup’s special sauce is embracing a mix of AI,… Read More Continue reading With a $1.5M seed round, Eloquent Labs mixes AI and Mechanical Turk to fix customer service

Zendesk expands beyond the help desk

Customer service rep on phone. Zendesk has always been known as a customer service cloud application, and while its focus remains on the customer, it is attempting to expand the mission using data to drive communication and understanding about the customer. The company wants to make sure that everyone involved has the whole picture of the customer experience and hopes to provide assistance whenever and wherever people… Read More Continue reading Zendesk expands beyond the help desk

Salesforce shares face plant despite beating analyst expectations

salesforce Salesforce earnings came out today! They’re not great, either, and it looks like a weak outlook for the company’s third quarter is doing some damage to its shares which were down as much as 8%. For a company that literally defined the phrase “software as a service,” — basically, running your business online — and one that’s had a decent year (shares… Read More Continue reading Salesforce shares face plant despite beating analyst expectations

Customer support via SMS is about to get a lot easier, courtesy of Zendesk

cycling-and-texting Customer support powerhouse Zendesk is broadening its ever-expanding number of support channels today, as the company announced a brand new native channel for customer service over the text messages. SMS may be 20-year-old technology, but there’s a lot to be said for short bursts of asynchronous exchange of information. Read More Continue reading Customer support via SMS is about to get a lot easier, courtesy of Zendesk

Salesforce and Zendesk want to help brands manage Facebook Messenger traffic

Blurred image of customer service people working at computers. No sooner had Facebook announced it was opening up Messenger for developers to build bots, when two players with an eye on sales and service in the enterprise — Salesforce and Zendesk — announced new products to manage Messenger traffic on their respective platforms.
Salesforce announced Salesforce Messenger, a way for customers to communicate directly with brands through the… Read More Continue reading Salesforce and Zendesk want to help brands manage Facebook Messenger traffic